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SDI SD0-302 Exam - Topic 3 Question 126 Discussion

Which statement most accurately describes typical key performance indicators for the IncidentManagement process?
B) Total number of Incidents; total number of Service Requests; number of Incidents failing to meet the SLA
A) Major Incidents failing to meet SLA; Incidents failing to match Known Errors; Cost per Problem
C) First Contact Resolutions; Second Level Resolutions; Workarounds
D) Cost per Incident; cost per Service Request; cost per Major Incident

SDI SD0-302 Exam - Topic 3 Question 126 Discussion

Actual exam question for SDI's SD0-302 exam
Question #: 126
Topic #: 3
[All SD0-302 Questions]

Which statement most accurately describes typical key performance indicators for the Incident

Management process?

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Suggested Answer: B

by Tony at May 14, 2026, 01:02 PM

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Elsa
2 days ago
I'm not entirely sure, but I remember something about first contact resolutions being important. Maybe option C?
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Ramonita
2 months ago
I think option B sounds familiar since it mentions total incidents and SLAs, which we covered in our last practice session.
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